Jawatan Kosong Operations Supervisor Japanese Teleperformance Bayan Lepas

Teleperformance Job Vacancies

Kerja Kosong Operations Supervisor Japanese in Bayan Lepas

Description :

Qualifications: Experience, Education, Certification:

• Associates Degree (or higher) in related field is required (preferred)
• Experience in retail, sales/service or other "helping" business (preferred)
• Travel experience (preferred)
• Contact Center experience (required)
• Experience with hospitality products and systems (preferred)
• Management experience in a related field, with proven coaching skills and success track record to exceed key performance metrics
• Management training courses offered by Vendor (preferred)
• GDS experience (preferred for Simple/Standard Contacts; required for Complex Contacts)

Language/Communication:

• 
  English B2-C2
• Excellent fluency and comprehension to support traveler/partner-facing voice and/or non-voice services in the language indicated by the Contact Segment in this SOW, as verified by an hospitality-approved, formal tests, both verbal (grammar), and written (grammar, spelling and reading comprehension)
• Written skills: attention to detail and ability to communicate effectively and efficiently in writing
• Listening skills: active listening; able to appreciate the context of the traveler or partner's experience
• Ability to ask appropriate questions and demonstrate empathy in tone; communicates clearly and concisely with appropriate sense of urgency
• Polished etiquette and delivery: ability to communicate in a structured and effective manner
• Competency working in software applications that utilize English as the primary language
• Fluent English proficiency & comprehension, grammar, and spelling (spoken and written) as verified by an hospitality -approved formal test

Soft Skills:

• Travel industry savvy, passion for travel, good geography and cultural knowledge
• Excellent time management: ability to multi-task while solving issue and effectively communicating with travelers or partners
• Take ownership, bias for traveler/partner resolution no matter what
• Critical and logical thinking outside the box; applies common sense
• Anticipate traveler/partner needs: ability to quickly diagnose problems and provide options, while having control over the interaction and top-notch service to the traveler/partner
• Demonstrate desire to help and solutions-mindset, investigates and takes action to meet the needs of hospitality and hospitality travelers/partners, ability to develop effective solutions to difficult traveler/partner problems or situations (i.e., consultative skills)
• Adaptable learner: self-driven to learn new applications, technologies, skills and absorb knowledge effectively on the job, open to feedback and flexible to change
• Highly organized and detail oriented with a focus on quality, process, trends, and root cause analysis
• Inspire confidence: positive attitude, helping nature, passion, and ability to provide an experience which reduces effort and creates loyalty with travelers/partners
• Ability to handle/diffuse difficult or irate travelers/partners effectively, set expectations and deliver information in a positive way
• Responds effectively under stressful situations. Avoids counterproductive behaviors when confronted with frustrating problems or situations.
• Takes responsibility for their actions and is receptive to constructive feedback
• Makes effective decisions within their authority
• Analytical problem-solving skills; linear and logical thinking
• “Walk the talk” leadership style and proven coaching skills
• Proven ability to quickly diagnose business problems and translate to all agent tiers and training teams
• Proven team collaboration, both internal and with hospitality
• Ability to research and identify root cause of agent errors; can deliver successful coaching and development practices

Responsibilities:

• Provide mentorship, guidance and career development to members of your team
• Lead a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities which will enable the department to develop deeper, more scalable solutions
• Team management responsibilities for a market team, whilst also serving as a cross functional and a global liaison in developed areas of expertise
• Establish team goals and work with direct reports on strategies for executing, measuring progress and sharing results
• Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to problem solve analytical approaches and develop solutions
• Identify actionable insights, suggest recommendations, and influence team strategy through effective communication
• Advocate for users within their market, partnering with global and cross-functional teams to develop global solutions

If you match the profile and are interested in this exiting career opportunity, please apply in confidence by filling online application form at :

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